Official Newbie BitInstant Support Thread (Active Customer Support)

[URSAY]

Hi there,

Could you please check for any trouble with these two zipzap payments?

zipzap account numbers: 433555083 and 213410681

dest. account: M21398787X

Both payments were made on the April 9th and I still didn't receive the funds. Unfortunatelly I have no further information to provide (as quote ID/event numbers) and hope you'll be able to locate them from zipzap numbers.

Kind regards.

First order appears to have executed today.  Please allow 24 hours for delivery.  Order 2 shows it was canceled from zipzap's end.

[cassiolandim]

It's been 12 days... Still NO refunded... lame support!

No order info?  Can't try to help.  

You already have all my info since 04/10.

We are in the middle of switching all CS reps to new support software which will better serve you.  In the meantime we are working to stay as organized as possible.

I am showing your issue as [RESOLVED].  Is that not the case?

No. That's not the case, my issue was not resolved. Still waiting for refund.

Can you tell me more about your issue and what the problem is?  Thanks.

You were issued a Gox coupon.  Did you try redeeming it?  What was the result?

The original gox coupon I received was not valid, I was waiting for a new coupon to be issued but I changed my mind and told Gareth that I want to be refunded. Charlie Shrem emailed Gareth telling him to refund my PayPal account 3 days ago. Gareth still didn't do it.

Adding additional instructions to your support issue will only further complicate and delay your issue.  What is your email address?  What is your Gox MX acct. #?

Email: ziglee (at gmail)
Order ID   a99f7297-0755-4db9-b7cb-6ff8a1aba1cc
Quote ID   72f1070e-221b-4300-a100-014c21475075
Event ID   0ecf38cf-baeb-4962-8004-b83a3cd2481c
Fees (inclusive)   3.99%%
Amount you paid   $200.0 USD
Amount you will receive   $192.02 USD
Destination exchange   MtGox
Destination account   M65260315X

[URSAY]

It's been 12 days... Still NO refunded... lame support!

No order info?  Can't try to help.  

You already have all my info since 04/10.

We are in the middle of switching all CS reps to new support software which will better serve you.  In the meantime we are working to stay as organized as possible.

I am showing your issue as [RESOLVED].  Is that not the case?

No. That's not the case, my issue was not resolved. Still waiting for refund.

Can you tell me more about your issue and what the problem is?  Thanks.

You were issued a Gox coupon.  Did you try redeeming it?  What was the result?

The original gox coupon I received was not valid, I was waiting for a new coupon to be issued but I changed my mind and told Gareth that I want to be refunded. Charlie Shrem emailed Gareth telling him to refund my PayPal account 3 days ago. Gareth still didn't do it.

Adding additional instructions to your support issue will only further complicate and delay your issue.  What is your email address?  What is your Gox MX acct. #?

Email: ziglee (at gmail)
Order ID   a99f7297-0755-4db9-b7cb-6ff8a1aba1cc
Quote ID   72f1070e-221b-4300-a100-014c21475075
Event ID   0ecf38cf-baeb-4962-8004-b83a3cd2481c
Fees (inclusive)   3.99%%
Amount you paid   $200.0 USD
Amount you will receive   $192.02 USD
Destination exchange   MtGox
Destination account   M65260315X

It appears that another CS rep has tried to push your order thru today.  Please wait 24 hours for any results.  Thanks.

[kangaroos]

Can you manually push mine? Its been 70+ hours and I have received nothing. I submitted a ticket to support on Saturday.

Quote ID: 8220533f-76bb-4b3f-965d-eca8d0547b6e
Destination exchange: MtGox
MtGox Account: M6972236X
Amount: $500.00

ZipZap Account: 839108974

https://www.bitinstant.com/order_status/8220533f-76bb-4b3f-965d-eca8d0547b6e

PUSHED!  

How long should it take after being manually pushed?

If it would be easier, you can change my order to a "Bitcoins to email" order and send 8.2 BTC ($480 / $58 = 8.2 BTC) to the address I provided when I ordered (nlewis5000@gmail.com).

Adding changes to an order would only complicate the issue.  It is reasonable to push a zipzap order every 24 hours.  Do you need another push?  

Yes!! Re-push if possible. I know other people have been waiting longer, but I have been waiting 90+ hours (and about 20 hours since the last push). Thank you for your help!!!

[cassiolandim]

It's been 12 days... Still NO refunded... lame support!

No order info?  Can't try to help.  

You already have all my info since 04/10.

We are in the middle of switching all CS reps to new support software which will better serve you.  In the meantime we are working to stay as organized as possible.

I am showing your issue as [RESOLVED].  Is that not the case?

No. That's not the case, my issue was not resolved. Still waiting for refund.

Can you tell me more about your issue and what the problem is?  Thanks.

You were issued a Gox coupon.  Did you try redeeming it?  What was the result?

The original gox coupon I received was not valid, I was waiting for a new coupon to be issued but I changed my mind and told Gareth that I want to be refunded. Charlie Shrem emailed Gareth telling him to refund my PayPal account 3 days ago. Gareth still didn't do it.

Adding additional instructions to your support issue will only further complicate and delay your issue.  What is your email address?  What is your Gox MX acct. #?

Email: ziglee (at gmail)
Order ID   a99f7297-0755-4db9-b7cb-6ff8a1aba1cc
Quote ID   72f1070e-221b-4300-a100-014c21475075
Event ID   0ecf38cf-baeb-4962-8004-b83a3cd2481c
Fees (inclusive)   3.99%%
Amount you paid   $200.0 USD
Amount you will receive   $192.02 USD
Destination exchange   MtGox
Destination account   M65260315X

It appears that another CS rep has tried to push your order thru today.  Please wait 24 hours for any results.  Thanks.

Thanks URSAY. The money is now available in my MtGox wallet. I will update the posts I made about this issue in other medias.

I WANT TO LET EVERYONE FROM THIS FORUM KNOWS THAT BITINSTANT FIXED MY ISSUE AND THE MONEY IS NOW IN MY WALLET. Thanks everyone.

[URSAY]

Can you manually push mine? Its been 70+ hours and I have received nothing. I submitted a ticket to support on Saturday.

Quote ID: 8220533f-76bb-4b3f-965d-eca8d0547b6e
Destination exchange: MtGox
MtGox Account: M6972236X
Amount: $500.00

ZipZap Account: 839108974

https://www.bitinstant.com/order_status/8220533f-76bb-4b3f-965d-eca8d0547b6e

PUSHED!  

How long should it take after being manually pushed?

If it would be easier, you can change my order to a "Bitcoins to email" order and send 8.2 BTC ($480 / $58 = 8.2 BTC) to the address I provided when I ordered (nlewis5000@gmail.com).

Adding changes to an order would only complicate the issue.  It is reasonable to push a zipzap order every 24 hours.  Do you need another push?  

Yes!! Re-push if possible. I know other people have been waiting longer, but I have been waiting 90+ hours (and about 20 hours since the last push). Thank you for your help!!!

PUSHED! 

[URSAY]

It's been 12 days... Still NO refunded... lame support!

No order info?  Can't try to help.  

You already have all my info since 04/10.

We are in the middle of switching all CS reps to new support software which will better serve you.  In the meantime we are working to stay as organized as possible.

I am showing your issue as [RESOLVED].  Is that not the case?

No. That's not the case, my issue was not resolved. Still waiting for refund.

Can you tell me more about your issue and what the problem is?  Thanks.

You were issued a Gox coupon.  Did you try redeeming it?  What was the result?

The original gox coupon I received was not valid, I was waiting for a new coupon to be issued but I changed my mind and told Gareth that I want to be refunded. Charlie Shrem emailed Gareth telling him to refund my PayPal account 3 days ago. Gareth still didn't do it.

Adding additional instructions to your support issue will only further complicate and delay your issue.  What is your email address?  What is your Gox MX acct. #?

Email: ziglee (at gmail)
Order ID   a99f7297-0755-4db9-b7cb-6ff8a1aba1cc
Quote ID   72f1070e-221b-4300-a100-014c21475075
Event ID   0ecf38cf-baeb-4962-8004-b83a3cd2481c
Fees (inclusive)   3.99%%
Amount you paid   $200.0 USD
Amount you will receive   $192.02 USD
Destination exchange   MtGox
Destination account   M65260315X

It appears that another CS rep has tried to push your order thru today.  Please wait 24 hours for any results.  Thanks.

Thanks URSAY. The money is now available in my MtGox wallet. I will update the posts I made about this issue in other medias.

I WANT TO LET EVERYONE FROM THIS FORUM KNOWS THAT BITINSTANT FIXED MY ISSUE AND THE MONEY IS NOW IN MY WALLET. Thanks everyone.

Thanks for making others aware that your issue is fixed.  Generally the satisfied users have no more reason to post so they disappear.  All everyone sees is the outstanding issues. 

[willhash4food]

Dear Bitinstant,

The 9% fee to transfer to Paypal is costing you users.

Seriously. C'mon.

[cassiolandim]

It's been 12 days... Still NO refunded... lame support!

No order info?  Can't try to help.  

You already have all my info since 04/10.

We are in the middle of switching all CS reps to new support software which will better serve you.  In the meantime we are working to stay as organized as possible.

I am showing your issue as [RESOLVED].  Is that not the case?

No. That's not the case, my issue was not resolved. Still waiting for refund.

Can you tell me more about your issue and what the problem is?  Thanks.

You were issued a Gox coupon.  Did you try redeeming it?  What was the result?

The original gox coupon I received was not valid, I was waiting for a new coupon to be issued but I changed my mind and told Gareth that I want to be refunded. Charlie Shrem emailed Gareth telling him to refund my PayPal account 3 days ago. Gareth still didn't do it.

Adding additional instructions to your support issue will only further complicate and delay your issue.  What is your email address?  What is your Gox MX acct. #?

Email: ziglee (at gmail)
Order ID   a99f7297-0755-4db9-b7cb-6ff8a1aba1cc
Quote ID   72f1070e-221b-4300-a100-014c21475075
Event ID   0ecf38cf-baeb-4962-8004-b83a3cd2481c
Fees (inclusive)   3.99%%
Amount you paid   $200.0 USD
Amount you will receive   $192.02 USD
Destination exchange   MtGox
Destination account   M65260315X

It appears that another CS rep has tried to push your order thru today.  Please wait 24 hours for any results.  Thanks.

Thanks URSAY. The money is now available in my MtGox wallet. I will update the posts I made about this issue in other medias.

I WANT TO LET EVERYONE FROM THIS FORUM KNOWS THAT BITINSTANT FIXED MY ISSUE AND THE MONEY IS NOW IN MY WALLET. Thanks everyone.

Thanks for making others aware that your issue is fixed.  Generally the satisfied users have no more reason to post so they disappear.  All everyone sees is the outstanding issues. 

I already notified Gareth and Charlie by email. Also updated two posts on Reddit and another one on Google Plus saying that the issue was fixed and that the money is in my MtGox wallet now.

Thanks URSAY.

[URSAY]

Dear Bitinstant,

The 9% fee to transfer to Paypal is costing you users.

Seriously. C'mon.

Thanks for your message.  Our new website which launches soon should have a better explanation of fees and the like. 

[URSAY]

It's been 12 days... Still NO refunded... lame support!

No order info?  Can't try to help.  

You already have all my info since 04/10.

We are in the middle of switching all CS reps to new support software which will better serve you.  In the meantime we are working to stay as organized as possible.

I am showing your issue as [RESOLVED].  Is that not the case?

No. That's not the case, my issue was not resolved. Still waiting for refund.

Can you tell me more about your issue and what the problem is?  Thanks.

You were issued a Gox coupon.  Did you try redeeming it?  What was the result?

The original gox coupon I received was not valid, I was waiting for a new coupon to be issued but I changed my mind and told Gareth that I want to be refunded. Charlie Shrem emailed Gareth telling him to refund my PayPal account 3 days ago. Gareth still didn't do it.

Adding additional instructions to your support issue will only further complicate and delay your issue.  What is your email address?  What is your Gox MX acct. #?

Email: ziglee (at gmail)
Order ID   a99f7297-0755-4db9-b7cb-6ff8a1aba1cc
Quote ID   72f1070e-221b-4300-a100-014c21475075
Event ID   0ecf38cf-baeb-4962-8004-b83a3cd2481c
Fees (inclusive)   3.99%%
Amount you paid   $200.0 USD
Amount you will receive   $192.02 USD
Destination exchange   MtGox
Destination account   M65260315X

It appears that another CS rep has tried to push your order thru today.  Please wait 24 hours for any results.  Thanks.

Thanks URSAY. The money is now available in my MtGox wallet. I will update the posts I made about this issue in other medias.

I WANT TO LET EVERYONE FROM THIS FORUM KNOWS THAT BITINSTANT FIXED MY ISSUE AND THE MONEY IS NOW IN MY WALLET. Thanks everyone.

Thanks for making others aware that your issue is fixed.  Generally the satisfied users have no more reason to post so they disappear.  All everyone sees is the outstanding issues. 

I already notified Gareth and Charlie by email. Also updated two posts on Reddit and another one on Google Plus saying that the issue was fixed and that the money is in my MtGox wallet now.

Thanks URSAY.

Dude you are awesome!   

[wtrispsn]

I have been waiting ~72 hours for my payment to go through. I contacted customer support ~60 hours ago and haven't received a response. Zipzap says the payment has gone through successfully:

Email: wtrispsn (at gmail)
Order ID   3c322204-1a12-4685-917c-e932f8a72d0a
Quote ID   ?
Event ID   ?
Fees (inclusive)   3.99%%
Amount you paid   $203.95 USD
Amount you will receive   $200.00 USD
Destination exchange   MtGox
Destination account   M80380513X

Zipzap ID: 499 723 112

There was some confusion entering the destination account when I initially made the order, but I promptly contacted support via the website about the mistake. Can I get some help correcting the destination account and getting my order pushed through? Thanks!

[URSAY]

I have been waiting ~72 hours for my payment to go through. I contacted customer support ~60 hours ago and haven't received a response. Zipzap says the payment has gone through successfully:

Email: wtrispsn (at gmail)
Order ID   3c322204-1a12-4685-917c-e932f8a72d0a
Quote ID   ?
Event ID   ?
Fees (inclusive)   3.99%%
Amount you paid   $203.95 USD
Amount you will receive   $200.00 USD
Destination exchange   MtGox
Destination account   M80380513X

Zipzap ID: 499 723 112

There was some confusion entering the destination account when I initially made the order, but I promptly contacted support via the website about the mistake. Can I get some help correcting the destination account and getting my order pushed through? Thanks!

Did you log your issue with our main support channel?  bitinstant.com/contact

Did you receive an automated response that stated we have logged your issue and we are working on a solution?

[filthyhobo]

Entered order 04/07/2013:

OrderID: d6beccd7-de6a-480f-91ad-b89fdde9f2c8

$70 from Mt.Gox Coupon to Bitcoin Address.

The status has been sitting at MTGox Order Loading for 9 days now with no email or transfer to bitcoin address.

Please address this as soon as possible. Thank you.

[wtrispsn]

I have been waiting ~72 hours for my payment to go through. I contacted customer support ~60 hours ago and haven't received a response. Zipzap says the payment has gone through successfully:

Email: wtrispsn (at gmail)
Order ID   3c322204-1a12-4685-917c-e932f8a72d0a
Quote ID   ?
Event ID   ?
Fees (inclusive)   3.99%%
Amount you paid   $203.95 USD
Amount you will receive   $200.00 USD
Destination exchange   MtGox
Destination account   M80380513X

Zipzap ID: 499 723 112

There was some confusion entering the destination account when I initially made the order, but I promptly contacted support via the website about the mistake. Can I get some help correcting the destination account and getting my order pushed through? Thanks!

Did you log your issue with our main support channel?  bitinstant.com/contact

Did you receive an automated response that stated we have logged your issue and we are working on a solution?

I did do both of the above, but I hope you can understand my concern as a first-time customer with depositing a sum and not receiving any acknowledgement besides automation for multiple days (the website claims that most transfers will be done in minutes, and if not, then they will be completed within 24 hours).

I realize that using the Mt.Gox account name instead of the account ID is my fault and is most likely the cause of this, but, in my defense, Mt.Gox says that the account name is acceptable.

Might I suggest adding some validation to this field on your order page? An input mask and a regular expression on the "Mt. Gox account ID" field would go a long way towards rectifying this problem.

Thanks

[DzK]

1 week...

http://media.giphy.com/media/86Ru4rNYwgnok/original.gif

Really instant...

+1

 

No info.  Tough to help. 

I had already request help in the contact section of the website. All the payments are complete now. Thanks anyway

[lifted1]

Folks, I have received my deposit to Gox, after about 17 days. However, it's only been about 3 days since I logged my complaint here. . Ursay I want to thank you for sticking to your word. I'm not gonna lie, I'm a little disappointed that I still got charged bitinstant fees... and that on top of that I have to pay $100 per btc instead of the $85 it would have been if my deposit had been processed correctly. But, somehow I feel like I won today, and I suppose that's worth something. Thanks.

Thanks for posting.  Again I apologize for any issues you have experienced.  If you will allow me to open a ticket for you regarding your execution price I will try to resolve the issue for you.  Would this be okay?  

Absolutely. Just tell me what to do and I'll be on it faster than whores on crack.    

Folks, be patient and give these guys a chance to help. If you provide the appropriate information in the correct places, you will get your money. Even I was skeptical at first, but I think it's clear that these guys are getting it done.

Order ID # ?

This is the one I got today which successfully deposited funds to gox:  
OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9


This one is the original I got on Match 28:  OrderID: 412773bf-8dc9-4316-99be-317fe346947e





THANK YOU URSAY  !!!

I'm sorry but could you please be clear about what I am looking into?  I only need information regarding orders that you have a problem with.  Thanks for clarifying!  

Ursay, You asked me to provide you with an order ID so you could look into an execution price. In my last post, I provided you with both the order ID for my original transaction on march 28, which was unsuccessful( when BTC was $85), and the order ID for the successful deposit that finally made it to my gox account today. I wasn't sure which you would need in order to look into the execution price, so I gave you both. Please let me know if there's something else I need to do. Thanks much.

Give me exact figures.  What did you receive?  What did you expect?

@URSAY

Oh , got ya. Well, at the time of my deposit on March 28 btc was apx. $85, and today was bought at $95.90. I saw it posted here that Bitinstant would be honoring the BTc value at that time of their failed deposits. But how do you do that if the BTC was purchased from GOX and BI isn't actually supplying me with the BTC? Honestly, I'd just be happy if Bitinstant would reimburse me for it's transaction fees at least. I mean, I don't wanna sound like too much of a bitch , but putting me through what BI just put me through for 2 weeks, costing me $ in BTC value, and then charging me apx. $25 for its service just feels a bit like a slap in the face to me.

Escalated your request for fee reversal. 

@URSAY

Last night, shortly after you posted this, I received an email from Mandrik  :


"Sorry for the delay! I just manually processed your order, and you should receive your funds shortly. Thanks!

---
Sincerely,
Mandrik  "

I assumed it was in response to the fee refund you mentioned, but as of this morning I am still not seeing anything. I just wanna make sure I'm looking in the right place for the right thing. Can you tell me anything about this? Thanks

URSAY,

    I was exchanging pm with you, but I'll just post my email here.   Jewce30@yahoo.com.  This is in regard to :  OrderID: 64a95439-ebb8-4fc1-8b0d-52439abbbdb9
   You were escalating a refund for bitinstant fees attached to this order. I received the above email from mandrik last night saying my order was processed. I assumed it was the refund, but have not received anything. You asked me for my email address so you could look into it. I hope I've given you the necessary info. Thank you very much for the effort.

Thanks for providing useful info!  What BTC addy would you like your funds sent to?  Thanks! 

1DVtcrbeadE4TtQGUpKGXhPu3iggwiYXNz

Thank you URSAY  !!!

Got it ty!

HI URSAY,
  Not a complaint here, just more of an FYI. The refund has not found its way to me yet. Just wanted to keep you posted on it and keep myself on the radar. I know you folks are very busy. Thanks again.

[URSAY]

Entered order 04/07/2013:

OrderID: d6beccd7-de6a-480f-91ad-b89fdde9f2c8

$70 from Mt.Gox Coupon to Bitcoin Address.

The status has been sitting at MTGox Order Loading for 9 days now with no email or transfer to bitcoin address.

Please address this as soon as possible. Thank you.

Have you logged your issue thru our main support channel?

bitinstant.com/contact

[filthyhobo]

Entered order 04/07/2013:

OrderID: d6beccd7-de6a-480f-91ad-b89fdde9f2c8

$70 from Mt.Gox Coupon to Bitcoin Address.

The status has been sitting at MTGox Order Loading for 9 days now with no email or transfer to bitcoin address.

Please address this as soon as possible. Thank you.

Have you logged your issue thru our main support channel?

bitinstant.com/contact

I have but haven't heard anything back yet. I first attempted to contact them a week ago.

[URSAY]

I have been waiting ~72 hours for my payment to go through. I contacted customer support ~60 hours ago and haven't received a response. Zipzap says the payment has gone through successfully:

Email: wtrispsn (at gmail)
Order ID   3c322204-1a12-4685-917c-e932f8a72d0a
Quote ID   ?
Event ID   ?
Fees (inclusive)   3.99%%
Amount you paid   $203.95 USD
Amount you will receive   $200.00 USD
Destination exchange   MtGox
Destination account   M80380513X

Zipzap ID: 499 723 112

There was some confusion entering the destination account when I initially made the order, but I promptly contacted support via the website about the mistake. Can I get some help correcting the destination account and getting my order pushed through? Thanks!

Did you log your issue with our main support channel?  bitinstant.com/contact

Did you receive an automated response that stated we have logged your issue and we are working on a solution?

I did do both of the above, but I hope you can understand my concern as a first-time customer with depositing a sum and not receiving any acknowledgement besides automation for multiple days (the website claims that most transfers will be done in minutes, and if not, then they will be completed within 24 hours).

I realize that using the Mt.Gox account name instead of the account ID is my fault and is most likely the cause of this, but, in my defense, Mt.Gox says that the account name is acceptable.

Might I suggest adding some validation to this field on your order page? An input mask and a regular expression on the "Mt. Gox account ID" field would go a long way towards rectifying this problem.

Thanks

I believe our site lists the MX number as preferred right on the front page.  No worries though.  We will fix your issue!  Thanks for your patience!